As your electricity distributor, Jemena is committed to delivering a safe and reliable supply of power. We follow strict standards for voltage levels, as outlined in the Electricity Distribution Code of Practice.

However, unexpected events—like storms or network incidents—can sometimes lead to unauthorised voltage variations, including:

• Power surges – a sudden spike in voltage above normal levels
• Brownouts – a drop in voltage below normal levels

These variations can damage electrical appliances or equipment. If this has happened to you, we’re here to help guide you through the claims process.

Before you start

We know making a claim can be tricky. To make things easier, we’ve provided all the information you’ll need below.

Please read this information carefully, because once you start your claim, you won’t be able to save your progress and come back to it later.

All Victorian electricity distributors, including Jemena, assess claims in line with Schedule 4 of the Electricity Distribution Code of Practice.

If your claim involves damage caused by an unauthorised voltage variation, you may be eligible for compensation to cover the repair or replacement of the affected appliances.

Important to note:
We’re unable to offer compensation for consequential losses—such as:

• food spoilage
• business interruption or loss of revenue
• other indirect impacts.

Checklist to help complete – Appliance Damage claim

Here’s what to you need to get ready in advance to complete the claim process successfully and what to expect after you’ve lodged your claim:

Your details

• Email address and mobile phone number
• Address where appliance damage occurred
• NMI or MIRN  

Claim item details

• The time and date of the incident (if known)
• Details of the damaged item
• Assessment reports from a qualified and reputable technician
• Images of the damaged item/s
• Proof of ownership
• Total amount you are claiming with supporting documentation (invoices/quote etc.)

Please note: Invoices, receipts, reports etc., must be from a qualified and registered repairer, written on an official company letterhead and have the relevant ACN/ABN and contact details. If a damaged item can be repaired, but you haven't arranged repairs yet, please provide the written quote. The repairer should state what caused the damage to the appliance(s).

Providing the supporting evidence we need will help us assess your claim more quickly. Without supporting evidence, Jemena will not be able to proceed with your claim.

Claim process

• It can take up to 20 business days to investigate and process a claim – more complex claims may take longer.
• If we assess your claim as eligible for compensation, we’ll let you know how much compensation we propose to pay you, via email.
• If you agree with the outcome, the funds will be transferred to your bank account within 10 business days.
• If you don’t agree with the outcome, you can request a review through our Claims Team.